September **, ******To Planet Fitness Corporate***My name is Rhonda White –Fairfax.*The...

GetHuman-rfairfax's customer service issue with Planet Fitness from September 2018

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September **, ******To Planet Fitness Corporate***My name is Rhonda White –Fairfax.*The purpose if the letter is to share the experience I had at your Planet fitness location at *** Adams Ave Philadelphia Pa ***** on Saturday September, ** **** at approximately *:** pm. *The reason for my visit was to take a tour and possibly join the club.*Kindly know the initial letter written was * pages long. I have shortened it only to express the immediate concerns of my visit.*After receiving a tour from associate Arial and stopping short of the front desk another associate walked passed us, and continued to the front desk. Moments later, I heard the gentleman yell “YO!” to Arial. My thought and what I said out loud…” doesn’t he see that you’re with a customer?”***Unprofessional*I then asked Arial about the promotion of .** cents down and $**.** a month and that I see on line that was extended to the **th. Arial informed that the .promotion was over on September **th at which point he asked the other associate who was behind the desk. As we were walking over to the desk the gentleman insisted the promotion was over...not bothering to look or investigate what I displayed on line via my phone.*I then asked for a manger, he said there was none. I asked who was in charge. He said, no one…I thought strange. I asked his name and he said Hakeem. I GAVE him my name and asked again who was in charge?*He then said he was.*I then went back to my point of what was advertised via online, Hakeem did not want to hear*see anything I was saying. When I asked who was in charge the next day, he did not know and that he works M-F and doing overtime. *At this time in my opinion Hakeem was being aggressive with his body language (arms crossed in front) and tone ***Aggressive*I insisted and asked again who was in charge the next day? He didn’t know. *(Question: how can someone be in charge and not know or have access to the schedule of management* supervision) **When asked his last name, he said “I’m not giving you that, I don’t know you!”**Unless your Company has a policy that prohibits associates to provide their last name, I believe he should have given it. Therefore either there is no policy or he doesn’t know your policy.**When I asked for the number to the gym…Hakeem told me to GOOGLE it! I could not believe the attitude I was receiving from this young man. I asked again…he told me again to GOGGLE it.***No Customer Service*When I asked if he know the number to the gym, he tossed the manger’s business card on the counter and said, it’s on there!*When I informed Hakeem that he indeed was being aggressive and that I plan to write a letter to corporate…his response, whatever! What I heard…, he did not care.*Dear sir*s and madam*s.*I have NEVER experience such unprofessionalism, aggressiveness and a blatant disregard for customer service in my life and I am over a half of a century in years.*This young man should never be in charge for several reasons.*i)*Unprofessional – yelling “YO” to another associate while speaking to a customer.*ii)*Telling a customer to…. Google it! ( the office number)*iii)*Aggressive in body language and tone- “I’m not giving you my name…I don’t know you.*iv)*“ Doesn’t know how to deescalate *v)*Doesn’t know the schedule of supervision in the office*Please know that because of him, I will never step foot in Planet fitness.*I thank you for taking your time and looking into this matter. I would appreciate a call or an email informing me of the outcome.**Sincerely,*Rhonda White-Fairfax****-***-****

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Planet Fitness

Customer service issue
Reported by GetHuman-rfairfax
Sep 17th, 2018 - 2 years ago
Fixed
Seen by 4 customers so far
Similar issue to 149 others
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GetHuman-rfairfax started working on this issue
Sep 17th, 2018 7:11pm
GetHuman-rfairfax indicated the issue is not fixed yet.
Sep 17th, 2018 7:12pm